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Messaging actions

Automate outbound messages from your workflows using SMS or plain‑text email. Great for confirmations, reminders, and follow‑ups.

Send SMS​

note

Sending SMS via automations requires Conversations Pro.

  1. Go to Business App > Administration > Automations
  2. Create a new automation (or open an existing one)
  3. Choose a Trigger (for example, When a contact is created)
  4. Add Action > Send SMS
  5. Write your message and include dynamic fields as needed
  6. Save and toggle the automation On

Tips:

  • Keep messages short and actionable
  • Include your business name the first time you text a contact
  • Respect consent preferences and opt‑out rules
  • Use Conditions to limit frequency (for example, only for new leads)

Send plain‑text email​

note

Sending plain‑text emails via automations requires Conversations Pro.

  1. Go to Business App > Administration > Automations
  2. Create a new automation (or open an existing one)
  3. Choose a Trigger (for example, When a contact is created)
  4. Add Action > Send a plain text email
  5. Set Subject and Body; include dynamic fields if needed
  6. Save and toggle the automation On

Tips:

  • Use clear subjects and one primary call‑to‑action
  • Personalize with the contact’s name and relevant details
  • Combine with Conditions to target the right audience

Send WhatsApp template​

note

Sending a WhatsApp message requires Conversations AI | Standard | Pro | Premium

  1. Go to Business App > Administration > Automations
  2. Create a new automation (or open an existing one)
  3. Choose a Trigger (for example, When a contact is created)
  4. Add Action > Send a WhatsApp template to a contact
  5. Choose an approved template from the dropdown
  6. Populate template variables if needed
  7. Save and toggle the automation On

Tips:

  • A connected WhatsApp Business Account is required to send WhatsApp messages

  • Only approved WhatsApp templates can be used for outbound messages

  • A payment method must be added to the WhatsApp Business Account before messages can be delivered

  • Templates must be approved before they appear in the dropdown

  • WhatsApp requires templates for outbound messages sent outside an active conversation window

  • templates must be approved before they appear in the dropdown

  • WhatsApp requires templates for outbound messages sent outside an active conversation window

Frequently Asked Questions​

What if messages fail to send?

Check the Activity tab for the run. Make sure required fields (for example, phone for SMS or email for plain‑text email) are present. If you see frequent failures, consider switching Error handling to "Skip the step and continue" in Settings so other steps can still complete.

What is the difference between SMS and WhatsApp templates?

SMS allows for free-form text but has character limits and costs per segment. WhatsApp templates allow for rich formatting and media but require pre-approval from Meta and must be used for initiating conversations.